Pembroke Suites Concierge

• Location 100 Peabody Place STE,1400,Memphis, TN, 38103,United States
• Job Category Peabody
• Employee Type Full Time

JOB OVERVIEW:

Courteously and efficiently provides information for guest/visitor inquiries and coordinates all guest requests for special arrangements or services.

REPORTS TO: Front Office Manager, Assistant Front Office Manager, Concierge Supervisor

SUPERVISES: N/A.

WORK ENVIRONMENT:

Concierge Desk, hotel public areas, Concierge Lounge and service areas.

Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.

KEY RELATIONSHIPS:

Internal:
Staff in Front Office, Res Com, IT, Catering/conference services, Housekeeping, Kitchen, Restaurants, Room Service, Engineering, Security, Sales, Accounting, Valet Parking and Executive Office.

External:
Hotel guests/visitors, third party vendors and local service providers.

• High school graduate or equivalent vocational training certificate.
• Fluency in English, both verbal and written.
• Compute basic arithmetic.
• Minimum 18 years of age to serve alcoholic beverages.
• Ability to input and access information in the property management system/computers.
• Ability to:
• perform job functions with attention to detail, speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgment.
• follow directions thoroughly.
• understand guests’ service needs.
• work cohesively with associates as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information, associate information and pertinent hotel data.
• satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner.
• maintain regular and punctual attendance.
• adhere to Peabody grooming standards.

8. Provide excellent customer service and maintain a professional demeanor.

• College degree or formal training in the Hospitality Industry.
• Previous experience as a concierge in a luxury market.
• Knowledge in a second language.
• Knowledge of local attractions, services and suppliers/vendors.
• Ability to suggestively sell.

• Exert physical effort in transporting up to 75 pounds, including up and down inclines.
• Ability to bend, squat, climb (including stairs) and reach 1 foot on a daily basis.
• Ability to lift, move and carry approximately 25 pounds.
• Remain in stationary position throughout work shift, either sitting or standing.
• Ability to hear guest voices through a closed door.

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Properly maintain and operate kitchen equipment.
• Order and stock food items as required.
• Take inventory and replenish supplies for Club Lounge service as required.
• Handle hot utensils and equipment.
• Maintain complete knowledge of:
• all hotel features/services and hours of operation.
• all hotel restaurant food concepts, menu price ranges, dress codes and ambiance.
• all hotel room types, numbers/names, layouts, appointments, amenities and locations.
• daily house count and expected arrivals/departures
• scheduled daily group activities, names and location of meeting/banquet rooms.
• local events, attractions, holiday schedules.
• Obtain department keys; ensure security of such.
• Meet with Supervisor/departing…